Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a watch through Sthrling in November of 2024. Shortly thereafter, there was a mechanical issue with the product that I planned on using a warranty claim to address.The warranty website states "Customers are responsible for a $30 shipping fee to cover the cost of return shipping for warranty repairs." and I posted the payment (refer to the *** attachment). Having thought return shipping meant to and from (as it was unclear) I reached out to the customer service email informing them I never received a shipping label to send it back (refer to email chain attachment), and was told it only covered shipping one way.I proceeded explaining my disappointment and wishing to not proceed with the warranty claim. After over a week I did not receive a response to my email and I followed up, stating that inaction would result in a BBB claim. There has still yet to be a response to my email.

  Customer Answer

  Date: 05/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 12th I purchased this watch from ***** and it was delivered via *****. I received a picture confirmation of the watch delivery, but when I got home the watch was not there. ******, ****** and this company ********* refused to offer any reimbursement for the watch that was supposedly left on the doorstep.

  Business Response

  Date: 01/02/2025

  Good Morning,

  According to our Company's previous correspondence regarding your order, we have tracked the shipment using ***** Tracking ID ************. As per our conversation, the package was successfully delivered on 12/11/2024. Please refer to the attached tracking details for your reference.

  
  Please note that we are unable to cover the cost of stolen packages. However, if you believe the package was indeed stolen, you may choose to file a police report or submit an Affidavit of Facts supporting the claim of non-delivery to *****. For your convenience, I have also attached the necessary Affidavit of Facts form that you may submit directly to *****.

  Sincerely,

   

  *******

  Stuhrling Customer Support Team

• Initial Complaint

  Date:09/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed x2 quantity automatic watch out of warranty repair service orders (order# ******) from Stuhrling's website on August 11, totaling $130. I paid for the total using an Affirm payment plan. I received an automatic email with an RMA number RMA-*********. These service orders were to repair 2 separate Stuhrling model automatic watches that no longer functioned correctly.Later on the same day of ordering, I emailed ****************************************** asking if they would be able to send me an additional RMA number for the 2nd repair service order as I had only received 1 RMA. At this point I had not proceeded to ship in my 2 watches for repair. 3 days later on August 14, having heard no response back, I once again emailed ****************************************** asking them to cancel both repair service orders as I will no longer be shipping my watches in for repair.After not receiving any responses from customer service (even though their RMA and notification emails kept referencing to email this specific address for any questions to customer service), I called into their customer service number on their website ************ and proceeded through their automated line routing system to speak with a representative about an existing order. After waiting approx. 10 min on hold with waiting music, I was directed to voicemail. After leaving a VM requesting cancelation of the order, no return call has been received.My Affirm payment plan continues to ask for overdue payment for a service I longer wanted since the date of purchase, and have not shipped any of my watches to them. I filed a dispute with ****** and refuse to pay the remaining balance on my payment plan accordingly. I need Stuhrling to cancel the order or Affirm to honor the dispute to have this transaction canceled, as nothing has been done. No responses from Stuhrling, no customer service whatsoever, I did not ship them my watches at any point and still have them currently.

  Business Response

  Date: 09/16/2024

  Dear BBB

  
  We appreciate the opportunity to talk about the customer's concerns about their repair service order.

  
  As stated on our website, our repair department was closed from August 6th until August 27th for a comprehensive inventory of all parts. During this period, all communications, including emails and phone inquiries, were paused,and we sincerely apologize for any inconvenience caused.

  
  Upon returning and reviewing the customer's email requesting cancellation,we noted that a chargeback had already been initiated. Legally, once a chargeback is opened, we are required to wait for the bank to resolve the issue before we can process a refund. Had we not been bound by this process, we would have refunded the customer immediately, as the watches were never shipped to us.

  
  I've attached a screenshot of our website showing the notice of the repair department closure. We're sorry this happened, and we're committed to issuing a refund as soon as the bank resolves the chargeback.

  
  We appreciate the customer's understanding and are ready to help in any way if needed.

  
  Sincerely,
  ****************************************************** Team

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I will re-open this case if for any reason the bank chargeback does not occur within the specified timeframe as mentioned by Stuhrling's response.

  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch from Stuhrling for $303.15 in May 2024. I received the watch and it wasn't what I was looking for. The compnay promised a 60 day return window, so I initiated a return. I didn't hear from the company for about a month and had to reach out multiple times to receive the return information. I finally recieved the return information and sent the watch back in June 2024. I never received my refund or any confirmation that they had received the watch. In August 2024 I reached back out to the company inquiring as to why my refund had not been processed. They reached back out asking for the shipping information. I sent the tracking number and proof of delivery. They wrote back and said that my refund would soon be processed and that the matter would be resolved. I have still not received my refund. I have reached back out to the company to inquire why my refund has not been processed yet, I have not received a response. I would really like to have this matter resolved and to have my $303.15 returned to me.

  Business Response

  Date: 09/12/2024

  Dear BBB,

  
  We take customer satisfaction seriously at **********************, and we appreciate the opportunity to clarify this situation.

  
  1)   Timeline and Return Process: The customer purchased the watch on April 17, 2024, and requested a return on May 2, 2024. The return request was approved, and we provided the customer with a Return Merchandise Authorization (***) number, which is required to ensure proper processing of returned products. When we received the returned item, it did not include the *** label, making it impossible for us to identify which order the watch belonged to or initiate the refund process.
  2)   Customer Follow-up and Refund Attempt: In August 2024, the customer reached out to inquire about the refund. Once the customer provided us with the necessary tracking information and proof of delivery, we verified the return and initiated the refund process. However, the customer had simultaneously opened a chargeback through their payment provider. Due to this, we were legally unable to process the refund until the chargeback is closed.

   

  We made multiple attempts to communicate with the customer to explain that we are ready and willing to issue a refund once the chargeback is resolved.Unfortunately, until the chargeback is closed by the customer or their bank, we are unable to proceed with the refund.

  
  Conclusion: Stuhrling has followed all proper procedures,from approving the return promptly to initiating the refund once the return was verified. The delay is due to the customers open chargeback, which prevents us from issuing a refund at this time. We believe this is a misunderstanding, and we are actively working to resolve this matter once the chargeback is closed.

  
  We respectfully request that this complaint be removed from our BBB record,as the situation is out of our control due to the open chargeback, and we have acted in good faith at every step of the process.

  
  Thank you for your understanding.

  
  Sincerely,
  Stuhrling Customer Support Team

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch from this company on August 16 and it was set to be shipped. However it never arrived at ***** and I might been unable to reach anyone within the company for customer service to remedy the issue. I have been calling for over two weeks now its only to be met with a voicemail or a pre-Recorded instruction to send emails which I have sent to at this point today would be number three still no response. This is a $300.00 watch that is seemingly lost and I am out of both. I have a few products from this company but this terrible customer service.

  Business Response

  Date: 08/29/2024

  Good morning,

  We regret to inform you that the customer's shipment appears to be lost in transit.

  This was the final item in stock for this product. We issued a full refund to the customer on August 28, 2024, and extended an offer of a 25% discount on any alternative model available on our website as a gesture of goodwill.

  Attached, please find a copy of our correspondence with our customer, and proof of refund.

  Please let us know if there's anything further we can assist with.
  
  *******
  
  
  

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one of their watches while on a Royal Caribbean cruise on January 11th, 2024. Once I disembarked from the ship, I noticed that the watch was running fast. 10 Minutes were added for each hour of real-time. As Royal Caribbean has a strict no-return policy once you disembark they referred me to the manufacturer warranty for all issues. I went to the Stuhrling website to start a claim only to be required to pay a $30 repair fee before am able to send in the watch. I believe this is unfair as the watch was defective right out of the box. A free remedy should be available for a watch with an MSRP of $900 if it comes this way. I have made multiple attempts to contact Stuhrling to sort this matter out with no success. I have made multiple attempts to call the company only to be met with a prerecorded message telling me to send them an email. I even navigated their sales phone tree line to get someone and there was no answer. The email address given on the repair and warranty prerecorded message is different from the contact email that is listed on the website. I have sent emails and follow-up emails to both addresses to no avail. The "chat with us on WhatsApp" link does not work. Whatsapp lists the number as not valid on their platform. There is no way for me to get in contact with them to resolve this. I would like a company representative to reach out to me to discuss my options for this watch. I enjoy it and want it to work properly.

  Business Response

  Date: 02/20/2024

  Please refer to the attached communication with our valued customer.

  Unfortunately, due to unforeseen circumstances, emails from the customer were mistakenly filtered into the spam folder.

  We deeply regret any inconvenience this may have caused.

  To address this issue, our company has taken the initiative to waive any repair fees and extend a site discount to the customer for a future purchase.

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  
  The business contacted me and offered repair service for free. I would like the complaint to show that. 
  
  Thank you,
  **************************;
  

  
  

  Business Response

  Date: 04/18/2024

  Good Afternoon,

  We sincerely apologize for the inconvenience you have experienced!  Our customer service team have been in contact with you via email and offered you a site credit matching the purchase price of the watch.  Please see the attached email correspondence. You will be receiving a separate email for the site credit.  Please be on the lookout for it.

  If there is anything we can assist you with further, please do not hesitate to contact us at: ******************************************.

  Have a wonderful day!

  ***********;

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  
  
  Good afternoon,
  
  Stuhrling has reached out. They provided me with a gift card for their store for the value of the watch's original purchase price. The issue has now been resolved. Thank you for your help.
  
  Thank you,
  **************************;
  

  
  

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch for my husband for Christmas in Nov 2022. The watch comes with a warranty. The movement in the watch stopped working. We went to the company's website in Oct 2023 and clicked the link for warranty repair. We filled in all the information to request a repair for the watch. We also entered our credit card information and paid the required $30.00 for the service. The company took our money, but we have not received any information on how to send the watch in for repair. We have tried calling their customer service line, but the phone just goes to voicemail. It doesn't matter what option you choose, it just goes to voicemail every time. I left a message and have not received a call back. My husband sent an email to their customer service and the only response he received was an email asking him how he's enjoying his watch. We want the company to honor their warranty and fix his watch. My husband filed the initial request for repair. His name is *********************.

  Business Response

  Date: 12/19/2023

  Dear ********,

  We sincerely apologize for the inconvenience caused by your defective timepiece and any lack of instructions regarding the return process. We have successfully located *********** Authorization #*************, The email address confirmation associated with this *** is ******************************************, and instructions were sent to that email address when the Return Authorization was created. For your convenience, we have attached a copy of the the *** which include return instructions  for your reference.
  
  The holiday season has resulted in a high volume of inquiries, and our customer service team is currently experiencing a significant workload. As a result, it may take some time to receive a response. To expedite the process, we recommend reaching out to us via email at ******************************************. Rest assured that all emails are addressed in the order they are received.
  
  We take pride in providing exceptional customer service and will make every effort to meet your satisfaction. Once again, we apologize for any inconvenience caused and appreciate your patience.
  
  Sincerely,

  ****************

• Initial Complaint

  Date:12/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the email I sent to Stuhrling: "******************* purchaser ********** of Stuhrling watch on the Carnival Dream, 2/13/2023. . On 10/9/23 I contacted ******************* and paid the $30 and began the process of the repair, the watch hands stick. It was shipped to me by ***** on 10/19/23. The watch still has the SAME problem. The hands STILL stick. I am VERY DISSATISFIED . I want a new watch or a credit for another watch . This is my repair number, RMA *********, tracking number of repair - ***********2,If i do not receive a satisfactory response, quickly, I will contact the BETTER BUSINESS BUREAU AND CARIVAL CORP. I did leave 2 messages on the phone numbers on your web site. Respectfully,***** and ***************** *************"I received NO RESPONSE

  Business Response

  Date: 12/12/2023

  Good Afternoon,

  Our customer service team promptly addressed the customer's concerns regarding the defective watch.  Email correspondence history is attached.

  We regretfully informed the customer that we are unable to replace the watch with a new one due to the unavailability of this specific model.

  It is important to note that the customer had ************************ purchased the watch from a third-party Authorized seller. However, we do offer repair services for watches that are still under warranty through our website. In this case, since the watch was still under warranty and exhibited the same repair issue as before, we would have gladly provided a replacement if it were in stock. Unfortunately, the model in question is currently out of stock.
  
  As a company committed to delivering exceptional customer service, we wanted to ensure the customer's satisfaction. Therefore, in addition to our repair services, we went the extra mile by sending the customer a Gift Card in the amount of $100. This Gift Card can be utilized for any future purchase on our site, allowing the customer to choose an alternative product that meets their needs. We take pride in our dedication to providing outstanding customer service and believe that our actions in this situation exemplify our commitment.

  Best Regards,

  ******

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did receive a $100 gift card.  I paid $115 for the watch and $30 to have it repaired, which they were unable to do. I think I am still due $45. Thank you

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 12/18/2023

  Good Morning,
  
  In response to the customer's request for an additional $45.00 for repairs and adjustment to the total purchase price of the watch, we would like to provide clarification. When a customer sends in a watch for repair, it is important to note that the $30.00 fee is specifically allocated for covering shipping and handling expenses. This fee is not intended to cover any repair costs. It is crucial to note that this policy applies to all watches that are sent in for repairs under warranty.

  Based on our records, the watch in question was repaired and thoroughly tested before being returned to the customer.  As part of our unwavering commitment to providing exceptional customer service, we have taken additional steps to address the situation. In recognition of the inconvenience caused, we have gone above and beyond by offering a $100.00 gift card. This gift card can be utilized for any future purchase of a timepiece on our website, irrespective of the fact that the watch was originally purchased from a third-party authorized seller. We firmly believe that this resolution is not only fair but also highly satisfactory, demonstrating our dedication to customer satisfaction.
  
  If the customer finds this resolution unacceptable, they have the option to forfeit the $100 gift card and send the watch in for repairs again. Please note that we currently do not have this specific model in stock, but we will gladly perform the necessary repairs once the watch is received.

   

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents gave me a Stuhrling watch for Christmas in 2022, and it was a very nice watch, but after about 6 months it stopped working. I got a new battery for it, and I thought that would fix the problem, but it turned out that the ******* was cracked. My wife and I both emailed the company back in June and never got a response. I made at least 2 or 3 calls to customer service and left a message, and no one ever called me back. I even called back and left a message on the other line which was for people interested in buying a product, and still no one called me back. I eventually had to take it to a local jewelry store and had to pay $170 to get it fixed, after being told by another jewelry store that they couldn't get the parts for it. I feel that their customer service department should be more proactive in returning phone calls and responding to emails. It has been almost 3 months since we first tried to call them and still never got a callback or response to the emails. After this experience, I was not about to mail my watch to that address, because I had no way of knowing that I would ever hear from anyone

  Business Response

  Date: 09/18/2023

  Good Morning,

  We apologize for any inconvenience caused by the reported difficulty in reaching our customer service. Our records indicate that the customer contacted our customer service department via email on Monday, July 3, 2023 at 2:30pm, specifically regarding repair issues and instructions on where to send the item for repairs. Our customer service department answered the email in a very timely manner. Our standard response time is within 48 business hours. In this particular case, it appears that our customer service team responded to the email on the same day it was received and provided a link for the customer to submit a repair request.  Additionally, the customer claims that the item was received as a gift and a 2-year warranty was purchased. To date we did not receive a repair request from the customer. 

  Please see the customers original email and our response as follows:

  
  ***** ************* **************** ***** ******* **** ** ********* ** *** ******************* *************************** ******** *** ***** *********** ***** *** **** ***** ** **** **** ***** *** ** ***** **** **** ****** ** ***** ******* ******* *** ********* *********** ****** ***** *** **** ***** ** ***** **** ***** *** ****** ****** *** ***** *** ****** ******* *** **** ****** ****************************************************** ****** *** ******* *** ******* ********** ****** ** *** ******** ** ******* *** ***** ******* ************* ************ ***** ******************* *************************** ***** ******* **** *** **** **** ** *** ************* **************** ************************************************************** ******** ***** *********** ***** *** * ******** * ********* ********* ***** *** ********* **** ** ******* *** ********* * * **** ********* **************** ******* ***  *** ******* ***** ********* * ***** **** **** **** ** *** ** ********* *** *** * ***** **** ** ***** * *** **** ** ** ** ****** ** ***** ****** **** ****** *** ****** ******* ******************* ****** **** ***** *** **********

   

  
  
  We would like to clarify that our company provides a 2-year warranty for products purchased from authorized sellers with proof of purchase, at no additional cost. To review the details of our warranty coverage, please visit Warranty & Repairs page on our website at: *****************************************************************;

  To verify the order and model of the watch, our company requires proof of purchase, which typically includes an order number. However, since the item was received as a gift, we understand that an order number may not be available. In such cases, providing a photo of the watch can help us in the verification process.
  
  We would like to inform you that our warranty does not cover crystals, as stated in the Exclusions section of our Warranty Policy. It is important to note that if the watch was sent for repairs to an unauthorized dealer, the warranty will be voided. This is because repairs conducted by unauthorized dealers can potentially affect the movement of the watch, leading to complications. In that case, we can offer to repair the watch out of warranty with associated charges: 

  For Quartz watches, the repair cost would be $45.00, which includes parts, repairs, and shipping and handling fees.
  
  For Automatic watches, the repair cost would be $65.00, covering parts, repairs, and shipping and handling fees.
  
  For Complications watches, the repair cost would be $85.00, which includes parts, repairs, and shipping and handling fees.
  
  To submit a repair request, we kindly ask the customer to follow the prompts provided on our website. Please visit the following link: ******************************************************. This will guide the customer through the necessary steps to initiate the repair process. If the customer should require any further assistance or have additional questions, please do not hesitate to reach out to our customer service team at ************************************************************.

   

  Thank you.

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  My wife for some reason never received those emails, but please be advised that I also called customer service on more than one occasion as stated in the complaint and no one ever called me back, even after I left a message on the other number showing an interest in purchasing a product.  My watch is repaired now, so I don't need the repair service, but as a consumer, I would recommend that you reach out to the appropriate department that handles those phone messages and make sure people are returning calls.  It can be very stressful and frustrating when a customer has to make multiple calls and they never hear back from anyone.  Thank you for responding to my complaint

  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contacted ********* December 25th 2022. Sent pictures of my watch January 31 2023. February 7th ******* said to sent my watch in which I did.They received it on the 18th. February 22nd they said it was to old which it was only 2 years old and ***** said they would mail it back! They have lost my watch and ! I sent them comparable watches they make as this was a gift to me. I have retained all the emails since day one, they are now ignoring my emails and phone calls. I hope you have some weight with they. Sincerely *************************

  Business Response

  Date: 04/12/2023

  Consumer confirmed the business contacted him. 

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   

  I got a email that said ********* had found my watch since you contacted them. They are sending it back? When I receive my watch I will contact you. Thank you. William 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 04/19/2023

  Dear *************************,

  
  You had reached out to Stuhrling Original on December 25th 2022 with a repair issue. 

  
  On January 5, 2023 our company responded to your request for repairs by asking you to provide us with photos of the defective watch so that they can be forwarded to our claims department for review in order to proceed to the next step. 

  
  On January 31, 2023 you had responded back with photos of the watch.

  
  On February 7, 2023 Stuhrling Original had sent you an email which provided you with a link which would have taken you to the correct channel to start *********** request as follows: 
  *******************************************************

  Unfortunately, you did not go through the correct process for *********** Request.  You chose to mail back your watch without completing the Repair Request,which resulted in not getting an RMA number. Had you have gone through the correct channel to process *********** request, you would have seen that On the Repair Request Page it clearly states that a repair charge and/or a shipping and handling payment is required for all watches out of warranty. 

  
  In addition, the following is the Guarantee of Repair on our Warranty and Repairs Page:

  
            2. Guarantee of Repair:
  Stuhrling Original does not guarantee that we can repair your watch. We must first inspect your watch to determine: the needed repairs to ensure the watch functions correctly, the availability of the parts to complete the repair, and the cost to complete the repair. If, in the judgment of the Stuhrling original, your watch cannot be repaired, due to lack of parts, you agree to pay the return shipping for the watch. In the event that you do not want to proceed with the repairs, you are responsible for the return shipping costs.

  
  Our complete Warranty & Repairs Coverage can be viewed on our site and by following this link: *********************************************************

  
  Unfortunately, your watch could not be repaired since this model #***.331564  is discontinued and there are no available parts.  The last time our company stocked and sold this watch was in June 2014. 

  
  I believe Stuhrling Original responded to you in a very timely manner and were very fair in trying to help resolve your issue. 

  None of your emails were ignored as you indicated in your complaint. Again, had you have gone through the correct channel then the process would have been quicker and more efficient on all ends. The defective watch was shipped back to you at our expense.  Normally the customer would be held responsible for return shipping charges as you can see on the Guarantee of Repair section of the Warranty and Repairs page. 

  
  Please see your tracking information for delivery details as follows:
  *****************************************************************************************

  
  Best Regards,
  *******